Icyst Smith
Enterprise,AL
Summary
Seeking Customer Service Representative Trainee role with 5 years of experience in customer service and claims processing. Strong insurance knowledge and expertise in policy customers, thriving in collaborative environments with a focus on development and ongoing coaching. Proven track record in delivering exceptional service and resolving inquiries efficiently.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Concentrix
04.2024 - Current
- Made outbound calls to obtain account information
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Set up and activated customer accounts
- Consulted with customers to resolve service and billing issues
Customer Service Specialist
Teletech
04.2023 - 03.2024
- Responded to customer inquiries and delivered accurate information regarding products and services
- Resolved customer complaints promptly, ensuring excellent customer service
- Collected customer feedback through surveys and utilized data to improve customer service
- Monitored order progress from initiation to completion to ensure timely delivery
- Enhanced customer satisfaction by addressing issues with knowledgeable and friendly service
- Maintained composure and professionalism in high-pressure situations
- Effectively diffused tense situations, contributing to a positive customer experience
Customer Service Manager
Aon
01.2020 - 04.2023
- Provided exceptional customer service, ensuring high levels of customer satisfaction
- Developed and implemented strategies to enhance the customer service experience
- Analyzed customer feedback and complaints to identify areas for service process improvement
- Conducted quality assurance checks on calls to maintain accuracy in agent responses
- Drafted call scripts for agents to ensure accurate and effective customer interactions
- Researched industry best practices to develop innovative approaches for departmental efficiency
- Maintained comprehensive knowledge of company products and services to resolve complaints promptly
- Utilized strong communication skills to effectively address product and consumer complaints
- Managed phone and online customer service requests within designated turnaround times
- Contributed to improved customer satisfaction ratings through timely response and resolution efforts
Education
High School Diploma -
Enterprise High School
Enterprise, AL05.2014
Skills
- Account Updating
- Information Security
- Data Entry
- Inbound and Outbound Calling
- Customer Relationship Management (CRM)
- Microsoft Office Expertise
- Claim processing
- Empathy
- Active Listening
- Multitasking
- Communication
- Teamwork
- Problem-solving
- Data collection
- Product knowledge
- Complaint Resolution
- Call Management
- Scheduling
- Call center experience
- Computer proficiency
- Empathy and patience
Timeline
Customer Service Representative
Concentrix
04.2024 - Current
Customer Service Specialist
Teletech
04.2023 - 03.2024
Customer Service Manager
Aon
01.2020 - 04.2023
High School Diploma -
Enterprise High School